IT Help Desk Outsourcing Services
IT help desk outsourcing services from Euvic include comprehensive first, second and third line technical support for customers across various segments, based on a Service Level Agreement (SLA) and ITIL 2011 best practices. We start providing IT help desk services by designing a service strategy to ensure it meets your business needs. Next, we assign a team with the needed skills, split the responsibilities and only then we start operation. The ongoing management of services is accompanied by a continual service improvement process.
Team and work organization
Having set the service strategy, Euvic assign a group of consultants and engineers to work for the client. They are grouped in the following teams:
- The 1st line support team – available 24/7 or 8/5 (depending on your business needs). All of its members speak fluent English or another needed language, and are trained to solve common problems related to the IT support area. The client’s staff may contact Customer Support via phone, email, IM and a web portal. In the Help Desk system, available through a web portal, users can access a list of their requests with the full history of performed actions. In the case of a status change or new information, the system automatically sends email notifications.
- The second line support team – also available 24/7 or 8/5. It performs complex administrative tasks and resolves more serious issues handed over by the first line of support.
- The third line support team – performs tasks related to the implementation of new technologies as well as deals with the current development and maintenance of the supported systems.
Tools we use
KPIs and measures
Technical support services
We can also adapt to any tools you are familiar with.
|We provide technical support services related to (but not limited to):|
Grzegorz KlimczakProject Manager Passions: Psychology, Volleyball, Social activity
How you gather, manage and use information will determine whether you win or lose.
Talk to Grzegorz about Helpdesk
Write to Grzegorz